Christian
About me
About me
"CRM is not the cherry on the cake.
It is the cake"
"I offer direction, leadership and creative ideas to grow and exploit customer stocks.
With broad experience in customer-oriented solutions in numerous industries and digital / tech companies.
Entrepreneurial vision and responsibility for digital CRM: loyalty and retention activities for blue chips, SMEs, consulting and start-ups."
Strategy and analysis
- CRM strategy development for blue chips based on data mining, web analytics and market research
- CX Multichannel Studies, Customer Research, NPS, C-Sat and C-Loy for the organization
- Strategic development of predictive and prescriptive models to ensure personalization in customer segmentation for loyalty, development and exploitation
Customer value and result
- Sustainable customer loyalty and added value through Acquistion-, Cross- and Up-Selling based on RFM, CLV, cohorts
- Customer value responsibility, track record: Securing sales and increasing value
- Push OR, CTR, CR, Re-buying, NPS, eCom OV, ARPU; with budget responsibility
Marketing and communication
- Omni-Channel CRM Conception: eCommerce and Retail. Use and optimization of the Big 7 CRM Tools: Card, Couponing, Club, Community, Content Marketing, Call Centre, Contact with push
- Next Level CRM: Realization of personalization and NBO concept via multivariate analysis
- Lifecycle marketing, bridging performance marketing with CRM and social
Measurement and Marketing Automation
- Requirements design, vendor pitch, support roll out campaign management system in the service industry, process design for multiple European markets; Emarsys, SFMC, Chordiant and others
- Development of CRM cockpits and social media monitoring tool for marketing management
- Service and Customer journey design
- Development and management of CRM departments, professional and disciplinary management responsibility
- CRM project experience> 30 brands and agile scrum PO
- Burda Leadership Award for CRM Study Group, CRM Coaching, Speaker at CRM Events